Documentation ›CRM: leads, tasks, calendar

Contacts

What is it?

Every unique caller becomes a contact with a full cross-channel timeline. The same person calling on the phone AND writing on WhatsApp shows up as ONE contact — both interactions visible together. Open the Contacts page. Search finds a person by name, by number in any spelling — «8 705…» finds «+7 705…» — or by an exact e-mail address.

What a contact card tells you. Above the history it now says how many calls and messages this person has had with you, when you last spoke, and how many leads and appointments they have. Three buttons sit next to it: call them, open the chat, or schedule a task — the task form is on the card itself, so deciding to follow up and writing it down is one movement. Editing and deletion moved to the bottom of the page, where a thing you rarely do belongs.

Channels, next visit, open tasks. Right under the name the card now shows the ways this person has reached you, their next booked visit with the specialist, and the tasks still open about them — who holds each one, when it is due, and the first line of its note. That includes the call-back the AI files after a call it could not settle: open the card and you see what you owe this person without going to the Tasks screen.

Names and channels. A person who writes on WhatsApp now arrives with the name from their WhatsApp profile, so the list shows people rather than phone numbers; if we genuinely do not know a name, the row says so instead of repeating the number. The Channels column shows which ways this person has actually contacted you — it fills from their next message or call, so contacts that have been quiet for a while stay blank until they get in touch.

Work on the card

Below the header the card lists this person's tasks (open ones first, then the last few done) and their leads with stage and owner, each one click away. Responsible, under the name, is the colleague who looks after this customer; a manager or administrator sets it. New tasks and leads about this person go to them first.

How dedup works:

When a new call/message arrives, the system normalizes the phone number to canonical form (+1…) and looks for an existing contact with that phone. If found, the new event attaches to it. If not, a new contact is created. Same logic for email. This means: number (415) 555-0100 matches +1 415 555 0100 — they're the same person.

Timeline shows:

Voice calls — duration, recording, AI summary
WhatsApp / Telegram messages — grouped by conversation, "· N messages" badge
Leads — when this contact's name went into the pipeline
Outbound calls — calls we made TO them

Click any event card to open the full transcript / chat thread.

Custom fields:

Open Edit on a contact and add a row for each fact that matters to your business — a record number, a preferred specialist, a restriction — with the name on the left and the value on the right. Add a field adds a row; the cross or an emptied value removes a field, and fields you do not touch are saved exactly as they were — a number stays a number, a note keeps its line breaks. Two fields cannot share a name: a new row, or a rename, that repeats an existing field's name is not saved, and the card says which name — change the value in the field that is already there. Your team sees the fields on the contact card; the agent does not use them in conversations.

Manage your contacts (admins):

Import CSV — bring your existing client base in. Columns name, phone, email (with or without a header row; English or Russian header names both work). Re-importing the same file is safe — rows match on phone/email and merge into the existing contact, never duplicate. A row needs at least a phone or an email.
Add contact — create one by hand (name + phone/email). If that phone/email already exists, it merges into that contact instead of duplicating.
Export CSV — download your whole contact list (name, phones, emails, dates, the responsible colleague, tags, the company and your own fields). Complete, not capped at 1000.
Delete — open a contact → Danger zone → Delete. Removes the person's record for a privacy / "forget me" request. Their past calls and messages stay in History (just no longer linked to a deleted person). This can't be undone.

Anyone on the team who works with customers can add a contact by hand; import, export and delete are admin-only.

Companies — when your client is a business

A contact is one person. When your client is a company with several people writing on its behalf — a director, a bookkeeper — create a company and add them to it. The company card shows everyone, their requests, the tasks on this client and one history of every call and message, each marked with who it was. Keep its status (prospect, active, paused, left), registration number (EIN, VAT, BIN or whatever your country uses), plan and owner there. Private clients stay plain contacts; nothing changes for them.

Start: Contacts → open a person → Link to a company, or Companies → Add company. The menu item appears once you have your first company.
Tasks on the client — «collect the documents for the month», once or on a repeat, down to once a quarter or once a year for returns. They go to the company's owner, and every task row names the client it is for.
One task for many clients: filter the list (by status, owner or plan — for example everyone on the simplified regime), then Task for everyone in this list. Each company gets its own copy with its owner; up to 500 at once.
Who is behind: the Behind button above the list shows only the clients with a task past its date, and the Tasks column counts overdue and upcoming work for each.
Removing a company keeps its people and their cards. A note written on a person’s card while they belonged to it stays with the person; only notes about the company alone go with it.
Moving from Bitrix24 or amoCRM: export contacts to CSV and import them here — a company (or «Компания») column links each person to their company and creates the company if it is new. Or import companies directly: columns name, tax_id, legal_form, status, plan_label, contact_name, contact_phone, contact_email, one row per person. Re-importing merges; it never duplicates.
When a caller names their company, the agent links the request to it if you already have it. If you do not, the lead card shows «Named a company: …» and one click adds it as a client — the agent never creates a client on its own.

Touches outside the platform

A call from a personal phone, a meeting, an email, a chat in your own messenger — the platform never sees them, and without a record the client’s history stops where a person did the work. On a company card or a person’s card, click Record a touch: choose what it was and when, and write what was agreed. It joins the client’s history under the name of whoever wrote it.

The next step at once. In the same form, write what happens next and when — it becomes a task on this client for its owner.
For the team only. Your people see these notes in the dashboard; the agent does not use them when it talks to the client.
Deleting a note is for its author or an admin.